stappernValve refuses to replace my broken steamdeck.
How long have you had it?
It’s in warranty.
Your cagey half-answers speak volumes.
Post chat logs
I’m still trying to get them to reason if they don’t by tomorrow I will post it.
I’ve been asked like 3 times if the device was in pairing mode… I can’t even…
RustmilianSo… Where are the logs?
I haven’t got an answer from them ,only a message they they will escalate.
Would you mind running
sudo journalctl -b > boot.log & uploading the said boot.log file to paste.c-net.org
What other issues? I’d like to see that chat as well.
Basically it’s unusable connected to a tv the interface starts bugging out and going in slow motion… remote play doesn’t work properly or at all…
Plus other stuff I probably forgot,I barely use this device.
I restored the original firmware and tried all 3 software channels.
And I’m being asked over and over “have you put the device in pairing mode?”
Like wtf
How were you connecting it to the TV? USB-C DisplayPort? Official dock? 3rd party dock?
Official dock I tried everything at this point.
Except for posting logs
I’m not gonna post my private conversations just because you ask XD fucking bootlickers
WookieThey’re asking for diagnostics logs not your chat log with support
It would prove that Valve is refusing to replace your broken Steam Deck and that you were cooperating with support
ScrubblesOr prove that they did something stupid to their deck and valve is following their warranty rules which obviously why OP is being so closed off about it
Now you’re making claims that valve isn’t helping you, and not showing evidence of it.
If you can’t show it, you don’t know it.
Slow motion sounds like dropped frames, are you connecting it to a 4K TV?
I’ve been using my steam deck about daily, what software channels are you referring to?
I have never used steam’s remote play so I am unable to diagnose or help with that issue.
I tried everything from 720 to 4k ,all the same.
Stable,beta,preview.
TransplantedSconieYeah, post those logs. They are extremely willing to replace and fix decks.
Apparently not
devtimiYou keep saying this but haven’t posted logs showing their side of the conversation. I’ve had my difficulties reaching someone who wasn’t just copy and pasting prewritten responses from a script, but the way you’re avoiding answering peoples questions is suspicious.
I will not post logs until the situation is concluded. Not avoiding anything. I will post them tomorrow.
Also my device is broken this is undeniable so I’m not sure what the chat log would change.
Yet you’re comfortable declaring that they refuse to replace it. I’m sure you can see why those two statements are contradictory.
I call bullshit until I see logs especially if it’s in warranty. They’ve replaced people’s stuff even when out of warranty
Why would I lie?
CorrodedMaybe not lie but exaggerate to get people on your side. It may not be a catastrophic hardware issue. Maybe a software problem they are trying to walk you slowly through.
I understand how to pair a Bluetooth device. There is nothing to walk me through.
Do you know how to deal with Pulse Audio crashing? Because it might not always be that straight forward
I rebooted the device many times and restored the official firmware .
Yes I know how to “deal” with pulseaudio. I shouldn’t have to on this device. And no they haven’t asked anything in that direction other than sending me instruction on how to connect a Bluetooth device,which I know how to do.
Watch the video. This is not an error the user can or should fix.
That's quite a long way to say "no".
Clout?
lol what's the point of any of your links? None of them are even mildly informative or useful for any purpose.
It's extremely difficult to believe that you even might be posting in good faith with the absolute joke of the shit you're linking to.
It’s a video showing the literal Bluetooth issue I’m having. Not aure what to tell you. You can clearly see the device going disconnected and connected in a loop.
Okay folks let’s start guessing what’s actually going on that OP here is trying to hide. I’ll kick us off, I’ve got
- OP modified their deck in some way that voids the warranty, broke something, tried to change it back like nothing happened, and now wants a replacement
- OP flashed a custom OS on there that’s not supported and they don’t know how to go back, and Steam support obviously doesn’t support it and it’s not a hardware issue so… tough
- OP broke their deck and is trying to come up with flimsy excuses to get a free replacement, like “Well yeah I mean it’s cracked but it wasn’t working anyway so give me a new one”
I worked in computer repair for 5 years so I’m very familiar with all the excuses people give to get me to replace something under warranty, and these lame excuses and refusal to share all of the issues just reek of something else going on
I'm all for "fiddled around in the underlying OS and effed up Pulseaudio/some demon that's constantly restarting, grinding the OS to a halt" which could be easily diagnosed with syslogs, but OP is a script kiddie and explained the situation completely wrong and doesn't know what they have done because they only followed some guide somewhete
“I followed some guide online for a completely unrelated issue because it said it could make my games go faster and I rm -rf’d something important looking”
Deck and Linux are great because they give you the power to customize anything, but with that power comes responsibility, and I think OP is learning that. Without diagnostic logs or chat logs, I can almost guarantee if they just flashed it and started over it’d be fine but from this thread I doubt OP even knows how to do that (which is completely fine and normal, if they had asked for help on how to do that rather than be a snobby jerk)
"First step in this guide is to poste.the following code into a console
echo /dev/null > /etc/Pulseaudio.conf
WARNING: This command requires sudo priviledges, only continue if you are sure you know what you’re doing! [y/N] >
Oh, sry, I didn't count entering "so" and thus doing everything as administrator for no fucking reason as a step of it's open since that is mandate for bad guides
ah right right right in this case it makes sense. Sudo just gets in the way, stupid valve and their warnings and protections, just do everything as root! We joke because we were all like that once, and you only gotta destroy your bootloader once to learn
VoytrekkI’ve been doing Security+ training and they have you do everything as root, which goes against the very principle of least privilege.
From everything I’ve seen, The steam deck looks unmodified, with steam OS, and undamaged. I don’t think OP is trying to hide anything but they could just have me fooled.
It looks like they might have actually gotten a faulty deck. I also try not to guess at these things. Why throw doubt on someone having a rough time? If anything I bet it comes down to communication between them and Valve not being as clear as it should be. Even if they swapped the hard drive in it, Valve will still have the steam deck under warranty, you just need to replace the original hard drive back. So I don’t see any modification they could make to void the warranty.
This is fair, but why my eye goes to all the requests for both diagnostic logs and chat logs. Looking at OP’s history, they’re very anti-valve, to the point where I don’t even know why they bought a deck if they’re so annoyed with Valve.
I think for me, working computer repair, I laugh at people like this because they just embody the Flander’s parents meme. “I’ve tried nothing and I’m all out of ideas!” and it’s just so painful at this point. Here’s this person, having honest issues with their deck, they provide no information useful to help anyone diagnose it and then refuse to give any information that might actually be useful. To me, they’re the client who slammed the thing down on my counter and said “IT’S BROKE. FIX IT”.
That’s why I make fun here, because I couldn’t when I worked there. The fact is you do catch more flies with honey, and this person smells and looks like vinegar to me. If you go in with a negative attitude you’re going to get a negative response. When I was deciding warranty claims if something was borderline I would usually try to find an exception or way to help the person out, things go shitty, tech can be confusing, I get that. If someone came in screaming and angry at me I’m focused on getting you out as quickly as possible because you’re being a jerk to me, and so if I see it’s not covered I’m not wasting any time finding an exception for you, get the hell out.
That’s why the chat logs are so important here, how did this person approach the situation? Did they go through troubleshooting steps with the agent? Did they respond to the questions? Were they honest? Or did they go in, lie, yell at the person that the device is stupid and broken and that they demand a new one? At the end of the day you’re dealing with people on the other end, and I’m guessing this person is learning a very important lesson in kindness.
(and I know the comment is coming where someone says “Yeah buuuuut everyone should be treated the same” and I’ll pre-respond to that anyone who says that clearly has never worked food service or retail before and that no one deserves to be emotionally battered over something as trivial as a broken gaming device)
This came out longer than I expected, but hey maybe OP will read it and noodle on how they handled the situation.
Personally, I would assume that they weren’t anti-Valve until their recent experience and struggles. From their history, I see nothing that’s anti-Valve from far back. Just recently which I can understand.
Also to note, you might be in fix-it mode when this post is not a request to fix it. They don’t want to fix it themselves. They are warning people that Valve isn’t replacing their defective devices. OP is clearly past the point of fixing it or getting there quickly.
That said, I agree, that people who are rude or frustrated at the customer interface person (tech, customer support, whoever) need to realize that the person they are talking to can only do so much, and if you calmly explain your issue, say thank you, and overall respect them, you’ll be more likely to have that person try hard for you. It will not always happen. Sometimes you talk to someone who clearly you just knows more than them on the subject (ISP reps) but you have to realize they have their job and their job isn’t to fix your problem. It’s to move you along so you keep paying. Usually fixing a problem is just a means to the end but if that end isn’t worth it then they won’t fix your problem. So I am typically nice, even if that means they write down in the customer service record that the customer’s attitude was nice, that goes a long way to the next rep that could possibly help.
"ISP rep" here (from Germany though):
It's a common fallacy that people assume they know more than my colleagues and me. People usually assume that because they know stuff about tech in general and can distinguish a RJ45 from an RJ11. Thing is, that's not the issues you are dealing with. People who tell me that they know better than me anyway tend to ignore that they have never even thought about the inner workings of a landline or mobile network. So your knowledge might not be applicable at all. How many times have I heard from tech savvy people that "this literally can be just some button you don't push because incompetence".
Why would I argue with you for an hour if that were the case, eh? And Even if that were true and the employee has no clue what you're on about, the employee will know what works and what doesn't within their IT. They may not know why, but that doesn't matter in the end, does it? It doesn't matter if that rep knows a Lan port from a serial port, only thing that matters is that they know "doing this will lead to an error"
Besides, people tend to heavily confirmation-bias the shit out of every interaction with us. How many times I had people who "worked in it and thus know a thing or two" and then went on to ask stuff on one IQ level of "earth is flat", then misinterpreted my... Hesistant reaction as incompetence and felt confirmation... A customer asked me once to open a port on our infrastructure for him because he "worked in IT and knew that we can do that" and since he could not have done anything wrong on bus end, the port HAS to be closed on our end"...`
Why when I call into my ISP I usually just follow along with the script. I do know a thing or two about networking, but guaranteed I know nothing about your stack or how yours works. I can say with detail things like “I’m not pulling an IP address, I’m using pfsense”, but I wouldn’t dare assume to know why I’m not.
What’s funny is that dunning kruger applies. The more you know the more you realize how little you know
Fuck me a lot of you guys needs help. Holy shit. I’m done ,this is not worth it.
Jordan LundIt’s really simple…
You come into a community talking shit about the company who produces the device it’s organized around.
You claim poor customer support from a company known for excellent customer support.
When asked for proof of those claims, you link to other Lemmy threads instead of your communications with Valve.
Think of it like this…
If I went into a, I dunno, Nike community and said “Nike shoes suck! Customer service won’t help me!” and when people ask for proof, my reaction is “Yeah, fuck you, I don’t have to prove anything!”
That would make me a giant troll and a huge loser.
Sooo… put up or shut up. We’re waiting!
LOL proving my point so succinctly. Later my dude
Yea after reading through the comments and looking into other cases where steam bent over backwards to help even devices out of warranty, I’m also firmly in the “OP is not telling the full story” camp.
YTA, Post logs.
Question for you: why post here, a community that is largely a help forum and refuse to answer questions from people trying to help? There’s been a few here trying.
Follow up: how can you say they are refusing to replace your deck while also saying you’re still working with them? Which is it?
From the outside looking in it’s clear something isn’t working as expected which we’ll happens with tech sometimes. Acting like the only possible option is a device replacement while not answering questions seeking to help really fees like there’s missing info here.
Have you done a factory reset?
You’re full of shit. Post the logs or GTFO. You probably haven’t enabled the next Gen driver for Xbox controllers or even basic Xbox controller support or even generic controller support. Your tv probably has a setting that controls the HDMI port signal and it’s unable to detect the connection because the dock isn’t providing enough of a signal for your TV to detect, turn that shit off because it’s trash. Your video doesn’t show shit, just you being a dumbass. How is anyone supposed to help you when all you post is you holding up your controller and literally nothing else? Also, your steam streaming of baldurs gate is that small because you’re too stupid to change the output on the streaming device to match the resolution of the TV. Stop blaming valve for your blind bullshit ignorance.
Your links offering “proof” are other lemmy threads.
Where’s your communication with Valve?
kaduThis Xbox controller popping in and out isn’t a Steam Deck glitch.
It’s actually an outdated Xbox controller. You need to use an Xbox or a Windows PC with the Xbox Accessories app installed to update it, then pair it again, and the issue will be gone.
Notice how instead of making an inflammatory post and act like a six year old, you could’ve just asked if anybody has seen this issue before.
IT DOES THE SAME WITH 4 CONTROLLERS AND 2 HEADSETS YOU ABSOLUTE FUCKING LOSERS